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Dashboard

Overview

The Overview of the Dashboard provides a 360-degree view of Audit details, Fail Statistics, and Performance Monitoring of the Agent Evaluation Forms on a Daily, Weekly, and Monthly basis. It holds the last seven months of a year's data. By default, the Dashboard shows the Daily report for all three categories. This provides a quick glance through to monitor the quality standard at a given point of time.

By selecting the date range and Evaluation Form, you can view performance metrics for Voice, Chat, or both conversations. This includes Trends and Distribution view on a Daily, Weekly, or Monthly basis across the Dashboard.

You can view the Dashboard by going to Contact Center AI > Quality Management > Analyze > Dashboard.
Quality Management Dashboard

The key sections of this Dashboard include:

  • Total Audits: It shows the total audits count based on the date range selected.
  • Avg. Audits per Agent: It shows the average number of audits per agent belonging to the queues of the user.

  • Audit Progress: It shows the total number of audits (progress score) including pending and completed in a Doughnut chart.

    • Audit: It navigates to the Audit Allocation of the Conversation Mining section, where you can easily start evaluating interactions.
      Audit Progress

      For more information, see the Conversation Mining.

  • Evaluation Score: It shows the trend of the average Kore Evaluation Score (Auto QA Score) and the average manual audit score, allowing you to see if there is any consistency between system evaluations and manual audits.
    Evaluation Score

  • Fail Statistics: It shows the count of failed interactions for the selected date range and forms selected. The chart visualizes failure trends for the selected forms over the past seven days, seven weeks, or seven months, based on the daily, weekly, and monthly selection. Overall, it provides the failure statistics of Auto QA for a given period.
    Fail Statistics

  • Performance Monitor: It shows the total score of the Performance Monitor in a Gauge chart, based on the Date Range and Evaluation Form selected.

    • Trends: To monitor the agent performance by viewing Trends of the average Kore Evaluation Score on a Daily, Weekly, and Monthly basis.
      Performance Monitor Trends

    • Distribution: To monitor the percentage Distribution of agents across different score ranges over the past 7 days, 30 days, and 90 days.
      Performance Monitor Distribution